North America Senior Incident and Problem Manager

Become a Part of the NIKE, Inc. Team

NIKE, Inc. does more than outfit the world's best athletes. It is a place to explore potential, obliterate boundaries and push out the edges of what can be. The company looks for people who can grow, think, dream and create. Its culture thrives by embracing diversity and rewarding imagination. The brand seeks achievers, leaders and visionaries. At NIKE, Inc. it's about each person bringing skills and passion to a challenging and constantly evolving game.

NIKE is a technology company. From our flagship website and five-star mobile apps to developing products, managing big data and providing leading edge engineering and systems support, our teams at NIKE Global Technology exist to revolutionize the future at the confluence of tech and sport. We invest and develop advances in technology and employ the most creative people in the world, and then give them the support to constantly innovate, iterate and serve consumers more directly and personally. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.

NIKE is a technology company. From our flagship website and five-star mobile apps to developing products, managing data and providing innovative engineering and systems support, our teams at NIKE Global Technology exist to revolutionize the future at the confluence of tech and sport. We invest and develop advances in technology and employ the most creative people in the world, and then give them the support to constantly innovate, iterate and serve consumers more directly and personally. Our teams are innovative, diverse, multidisciplinary and collaborative, taking technology into the future and bringing the world with it.

WHO WE ARE LOOKING FOR
We're looking for an expert Incident and Problem Manager with a passion for service management and continual improvement to drive incident and problem management processes for North America Tech Ops.

This person in this role will partner with teams across Nike Technology to ensure that IT operations in North America are swiftly restored when there are issues, root causes are identified, and recurring issues are permanently resolved. They will use data to drive strategic decision making and prioritization, highlighting improvement opportunities and bringing focus to efforts that will increase value and reliability.

The ideal candidate will be able to think and work tactically while influencing others and partnering with teams to provide strategic value. The successful candidate must possess a service orientation with the ability to listen and communicate effectively with all levels of staff and executives across the company.

WHAT YOU WILL WORK ON
If this is you, you will be working primarily with North America Technology teams, coordinating the incident and problem management processes, and influencing team members involved in resolution. You'll be assisting with identification of root cause of problems and facilitating the after-action review (AAR) process. You will be responsible for prioritizing incidents and problems according to their urgency and impact to the business. You will build and distribute reporting and dashboards to deliver practical insights into incident and problem trends and demonstrate continual improvement.

WHO YOU WILL WORK WITH
As a North America Incident and Problem Manager, you'll be a member of the Reliability and Service Management team in Nike's North America Tech Ops organization. In addition to working with your North America Tech Ops teammates, you will be collaborating with global and other geo-based incident and problem management teams to align on standard processes and ensure that all protocols are diligently followed.

WHAT YOU BRING
Qualifications

- Bachelor's Degree in Information Technology, Computer Science, Engineering, or related field of study; or any combination of relevant equivalent experience, education and training.

- 3+ years' experience working in an IT service management or a similar role.

- Strong knowledge of ITIL; ITIL v4 certification, preferred.

- Advanced knowledge of IT service management and reporting software, preferably ServiceNow.

- Ability to collaborate and collaborate with diverse team members.

- Excellent organizational skills.

- Ability to analyze a high volume of technical data and work in a fast-paced environment.

- Strong problem solving, analytical, and time management skills.

Nike requires all applicants for this position to be vaccinated for COVID-19 as a condition of hire, unless otherwise required by law. As an equal opportunity employer, Nike will make accommodations to individuals who cannot be vaccinated in accordance with applicable law.

NIKE, Inc. is a growth company that looks for team members to grow with it. Nike offers a generous total rewards package, casual work environment, a diverse and inclusive culture, and an electric atmosphere for professional development. No matter the location, or the role, every Nike employee shares one galvanizing mission: To bring inspiration and innovation to every athlete* in the world.

NIKE, Inc. is committed to employing a diverse workforce. Qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, gender expression, veteran status, or disability.